Specifications

additionalcallqueuefeatureswillbecomeavailable.
AdditionalQueueStrategies
WiththeProedition,youhavetheseadditionalQueuestrategies:
● LongestWaitingTime–Willforwardacalltotheagentwhohasbeenwaitingthelongestfor
acall.
● LeastTalkTime–Willforwardthecalltotheagentwiththeleasttotaltalktime.
● FewestAnswered–Willforwardthecalltotheagentthathasansweredtheleastnumberof
calls.
● Huntbythreesprioritized–Willforwardthecalltothetop3agents(asconfiguredinthecall
queueagentsectionsimultaneously).
● Huntbythreesrandomstart–Willsendcallto3randomagentssimultaneously.
● RoundRobin–Willtargetagentsinroundrobinmanner,i.e.firstcallwillbesenttoagent1,
thesecondcalltoagent2andsoon.
AdditionalQueueOptions
AdvancedQueueOptions
InthePROedition,youhaveadditionaloptionsthatyoucanconfigure:
● YoucanenableaCallbackoption–Thisallowscallerstohangupandgetcalledbackwhen
it’stheirturn.Thisoptionrequiresthatyouspecifyanoutboundruletowhichtheconfigured
prefix,matchingtherule,isusedtotriggerthecall.TheCallbackoptioncanberequestedby
thecaller(Option2)oritcanbeofferedifthetimeoutofthequeueisreached.
● Youcanspecifythewrapuptimeinseconds–Thisgivestheagenttimetoenternotesinto
thecallrecordaftertakingacall.
● Youcanspecifythemaximumnumberofcallersin thequeue–Whenthisisreached, the
callerwillberoutedaccordingtothesettingintheDestinationifnoanswersection.
● ResetCallStatisticsforthisQueue–Detailedstatisticsforthequeue,suchasaveragecall
time,averagewaittimeandsoonarevisiblethroughthePresenceandQueueMonitoring
functionof3CXPhone.YoucanresettheAgentCallStatisticsfortheQueuebyclickingthe
“Reset”button.